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Game Crashing, Freezing, or Blank Screen

Why does my game crash, freeze, or display a blank screen?

Your computer's current graphics configuration may not be compatible with the game. Try downloading the latest video card driver for your system, installing some simple updates, or adjusting your graphics settings.

Not playing on a PC?

Step One: Update your video card driverThe video card driver tells the computer how to display images on the screen. Manufacturers often release driver updates to keep things running smoothly, so it's important to dowload them when they're available.

Select your operating system below and follow the steps to identify which video card you have installed. Then see if any recent driver updates have been released by your computer or video card manufacturer.

Windows XP

Click the Start button and select Run.

Type dxdiag into the text box and click OK to open the DirectX diagnostic tool (DxDiag).

If you have a 32-bit system, click Save All Information, or if you have a 64-bit system, click Run 64-bit DxDiag. Save the DxDiag report to your desktop.

32-bit system

64-bit system

From your desktop, open the DxDiag text file and take note of your System Model, which is shown under the System Information heading at the top of the document.

Scroll down to the Display Devices heading to view your video card information.

Take note of the following information:

Card name

Manufacturer

Driver Date/Size

Using the information above, locate and download the latest driver for your video card.

If you own a Dell, HP, or Compaq computer, visit the website for your PC manufacturer. If you're using a different brand of computer, you can contact your video card manufacturer directly.

To work properly, most newer games need the latest version of Microsoft DirectX, a program used to display the game's graphics. Follow the steps below to update DirectX for Windows XP and Vista (Windows 7 and 8 already use the latest version):

The Dots Per Inch (DPI) setting affects how images are displayed on your screen. Some games may have trouble displaying if the DPI is set too high or too low. Please check your DPI and adjust if necessary.

Open the Start Menu.

Click Control Panel.

Click Appearance and Personalization.

Click Personalization.

Click Adjust Font Size (DPI).

Select Default Scale (96DPI).

Click OK and you'll see a prompt to reboot your computer.

Click Yes.

After restarting the computer, please try playing the game again. If the issue continues, please proceed to the steps below.

To minimize game freezing and slowness, run the game in XP compatibility mode and/or disable the Aero appearance setting. First, make sure you have the ability to view hidden files:

Show hidden files

Open the Start (Windows) menu in the bottom left corner of your screen.

Select Computer then Local Disk (C:) then Program Files. (If you have a 64 bit system, open the Program Files (x86) folder instead.)

Find and open the folder for your game.

Near the top of the folder window, click Organize and then select Folder and Search Options from the menu.

Click the View tab.

Select Show hidden files and folders.

Click Apply then OK.

Now the application file for your game should be visible and you can proceed with the following steps to run the game in compatibility mode.

Run game in XP compatibility mode

From the game folder, right-click your mouse on the application file (example in above picture) and select Properties.

Select the Compatibility tab at the top.

Check Run this program in compatibility mode for: Windows XP (Service Pack 3).

Delete the shortcut icon for your game, which is usually found on the desktop.

Afterward, open the Game Manager and then click the Play button to start your game.

Once a game is selected to run in XP compatibility mode, it can no longer be opened from the shortcut game icon which is usually located on the desktop. Instead, make sure to start your game by first opening the Game Manager, then clicking the Play button next to the game title.

Disable Aero Setting

The Aero design is the standard appearance setting for Windows Vista. To improve the performance of your game, you can easily disable Aero and use a simpler appearance setting.

Next, click on the Open classic appearance properties for more color options link.

From the Appearance Settings window, select Windows Vista Basic as the color scheme and click Apply then OK.

When finished, try playing your game.

Windows 7

Adjust the Dots Per Inch (DPI) Setting

The Dots Per Inch (DPI) setting affects how images are displayed on your screen. Some games may have trouble displaying if the DPI is set too high or too low. Please check your DPI and adjust if necessary.

Open the Start Menu.

Click Control Panel.

Click Appearance and Personalization.

Click Display.

Click Smaller - 100% (default) for the text size.

Click OK and you'll see a prompt to reboot your computer.

Click Yes.

After restarting the computer, please try playing the game again. If the issue continues, please proceed to the steps below.

To help with game freezing and slowness, run the game in XP compatibility mode and/or disable the Aero appearance setting. First, make sure you have the ability to view hidden files:

Show hidden files

Open the Start (Windows) menu in the bottom left corner of your screen.

Select Computer then Local Disk (C:) and then Program Files. (If you have a 64 bit system, open the Program Files (x86) folder instead.)

Find and open the folder for your game.

Near the top of the folder, click Organize and then select Folder and Search Options from the menu.

Click the View tab.

Select Show hidden files and folders.

Click Apply then OK.

Now the application file for your game should be visible and you can proceed with the following steps to run the game in compatibility mode.

Run game in XP compatibility mode

From the game folder, right-click your mouse on the application file (example in above picture) and select Properties.

Select the Compatibility tab at the top.

Check Run this program in compatibility mode for: Windows XP (Service Pack 2 or 3).

Delete the shortcut icon for your game, which is usually found on the desktop.

Afterward, open the Game Manager and then click the Play button to start your game.

Once a game is selected to run in XP compatibility mode, it can no longer be opened from the shortcut game icon which is usually located on the desktop. Instead, make sure to start your game by first opening the Game Manager, then clicking the Play button next to the game title.

Disable Aero Setting

The Aero design is the standard appearance setting for Windows 7, and it uses more graphics resources than simpler designs. To improve the performance of your game, you can easily disable Aero and use a simpler appearance setting.

A window will appear. Scroll down and select one of the Basic and High Contrast Themes. (By using one of these basic settings, you will free up video card memory to be used for your game.)

When finished, try playing your game.

Windows 8

Adjust the Dots Per Inch (DPI) Setting

The Dots Per Inch (DPI) setting affects how images are displayed on your screen. Some games may have trouble displaying if the DPI is set too high or too low. Please check your DPI and adjust if necessary.

Press the Home (Windows symbol) and x buttons on your keyboard, or hover over the bottom left corner of the screen and Right-click.

Click Control Panel.

Click Appearance and Personalization.

Click Display.

Click Smaller - 100% (default) for the text size.

Click OK and you'll see a prompt to reboot your computer.

Click Yes.

After restarting the computer, please try playing the game again. If the issue continues, please proceed to the steps below.

To help with game freezing and slowness, run the game in XP compatibility mode and/or disable the Aero appearance setting. First, make sure you have the ability to view hidden files:

In the File Manager, go to Computer, then Local Disk (C:), then Program Files. From Program Files, locate your game's folder.

From the game folder, right-click your mouse on the application file (example in above picture) and select Properties.

Click the Compatibility tab at the top.

Check Run this program in compatibility mode for: Windows XP (Service Pack 3).

Click Apply then OK.

Make sure to start your game by first opening the Game Manager, then clicking the Play button next to the game title.

Disable Aero Setting

The Aero design theme is the standard appearance setting for Windows 8, and it uses more graphics resources than simpler designs. To improve the performance of your game, you can easily disable Aero and use a simpler appearance setting.

A window will appear. Scroll down and select one of the Basic and High Contrast Themes. (By using one of these basic settings, you will free up video card memory to be used for your game.)

When finished, try playing your game.

Windows 10

Adjust the Dots Per Inch (DPI) Setting

The Dots Per Inch (DPI) setting affects how images are displayed on your screen. Some games may have trouble displaying if the DPI is set too high or too low. Please check your DPI and adjust if necessary.

Open the Windows start menu.

Select Settings.

In the Settings menu, select System.

Select Display.

In this menu, you should see an option that says ‘Change the size of text, apps and other items:' Select the slider for this option and set it to 100%.

Click the Apply button.

Restart the computer.

After restarting the computer, please try playing the game again. If the issue continues, please proceed to the steps below.

To help with game freezing and slowness, run the game in XP compatibility mode and/or disable the Aero appearance setting. First, make sure you have the ability to view hidden files:

Show hidden files

Open the Windows start menu.

Go to File Explorer.

Open This PC then Local Disk (C:) and finally Program Files (x86).

Locate the folder designated by your game’s title.

In the game’s folder, select View at the top, and then check the box for Hidden Items.

Now the application file for your game should be visible and you can proceed with the following steps to run the game in compatibility mode.

Run game in XP compatibility mode

After following the steps above to show hidden files, you should see a faded or greyed out icon for the game. Right-Click on the game’s icon and select Properties.

Open the Compatibility tab and check the box for Run this program in compatibility mode for:.

From the drop down select Windows XP Service Pack 3.

In the Privilege Level section, if it's available, select Run this program as an administrator.

Click Apply then OK to exit the screen.

Make sure to start your game by first opening the Big Fish Games app (Game Manager), then clicking the Play button next to the game title.

Quit all running applications on your computer including your web browser. (You may want to bookmark this help article so that you can return to it once you have finished running the Adobe Flash Player uninstaller.)

Restart your computer.(You may want to bookmark this help article so that you can return to it once you have restarted your computer.)

Reinstall your game.

Mac

The Adobe Shockwave Player installer for Mac includes the uninstaller.

Download the Adobe Shockwave Player installer and save the file to a location, such as your desktop, where you can easily find it.

Quit all running applications on your computer including your web browser. (You may want to bookmark this help article so that you can return to it once you have finished running the Adobe Shockwave Player installer.)